[BackCountryBob]

Sorry for the long post, but it’s a strange one! Been trying to order a VW Shuttle for nearly 5 months now, which means an early termination of the horrid Mazda CX60.
The majority of the problems have been unrelated to Motability. Until yesterday. My daughter has a Court of Protection Deputy who was appointed last October after we had her previous Deputy discharged. The problem has been registering the new Deputy with the DWP. This took until last Friday. Except that the drama is far from over.
We now have a vehicle ready for delivery in Birmingham, reserved for us by way of a £1K deposit. Unfortunately though, as I found out yesterday, we cannot terminate the Mazda until the Motability lease agreement has been transferred to the new Deputy, which is fair enough since, as it turns out, the Solicitors have been sat on that particular set of documents for more than 3 weeks without returning them to Motability.
Now here is my problem with Motability. I rang yesterday after the Deputy had been on the phone most of the morning with Motability. I quickly got to the bottom of the issue and what exactly needed to be done to enable us to take delivery of the Shuttle next week. I’ve chased this myself and it will now happen. However, during the call the lovely lady, quite casually, said if we don’t have the completed lease documents returned by Friday we will cancel the agreement anyway!
Quite where we stand in that scenario is totally unknown and I might be overthinking the consequences.

So we have a car we want to send back and pay the £250 early termination fee. We can’t currently do that because the paperwork isn’t up to date. It’s also unlikely to be resolved by the Motability deadline. We have a Shuttle reserved for us ready to pick up next week. The Mazda looks immaculate ready for handover, and had intended driving the Mazda down to Birmingham from Haworth. I’m now worried this might not be possible due to not having insurance cover if Motability do what they say and cancel the agreement on Friday. I’m also worried we might get the Bailiffs calling to take back the Mazda!

I’m inclined just to put off the collection a week until this is all sorted. Atleast we’re blameless in the shambles lol.

And this is all down to the bureaucratic shambles that is the DWP, the Court of Protection and the glacial workings of law firms. We’ve had 4 Motability vehicles whilst I was Appointee and I sorted orders in an hour tops. This debacle is into it’s fifth month!!!

Topic

[kezo]

BackCountryBob wrote:

And this is all down to the bureaucratic shambles that is the DWP, the Court of Protection and the glacial workings of law firms. We’ve had 4 Motability vehicles whilst I was Appointee and I sorted orders in an hour tops. This debacle is into it’s fifth month!!!

Sounds about right!

Unfortunately, it looks like you will have to delay and wait for the system to catch up, but I’m not the best person to ask with deputyship.

[BackCountryBob]

My main issue is that Motability Operations can summarily say they’ll cancel the contract arbitrarily. Simply because the paperwork hasn’t caught up yet!

And, I might add, the lease agreement was originally in our name – so they’re more than 2 years out of date themselves lol 😆

Total jobsworth madness.

[ChrisK]

BackCountryBob wrote:

My main issue is that Motability Operations can summarily say they’ll cancel the contract arbitrarily. Simply because the paperwork hasn’t caught up yet! And, I might add, the lease agreement was originally in our name – so they’re more than 2 years out of date themselves lol Total jobsworth madness.

Forgive me for my long post but its just to show how much MB have fallen from a five star service to two stars service in my view.

I think its part of the new Motability, well Motability Ops ethos and we don’t really care about you because we have our rules.

This is their lack of any understanding on the two little problems I’ve had. Two weeks before collecting my new car the dealer changed the handover date, only by a few days but it was inconvenience for myself so just to inconvenience them I suggested to MB that I might cancel the car and go elsewhere. Their answer to that was that’s fine but your lease ends in less than two week so I would have to get a new order in very quickly.

I took that as a gun to my head, not that I was actually going to cancel the car but just shows they don’t give a Monkeys and will hold you to the T and C if it suits them and they don’t care.

I also had to contact MB again the day after collecting the new car because the satnav wasn’t working (I think the adaptions installer broke something behind the dash) and the dealer said that can’t even look at it for two weeks hence the call to MB and there answer again was more or less that they can’t tell the dealers to give a priority and we have to go with whatever the dealers say. For a car that’s only been on the road for 20 miles and them supposedly being then biggest buyer of cars in the UK. It’s no wonder AP’s are going through the roof because MB Ops couldn’t even negotiate themselves out of a paper bag.

So not so much jobsworth but more like we don’t care because we got your money and there’s nothing you can do about it.

At least mine were minor compared to yours Bob and wish you luck in getting the people, whoever they are, to get off their butts and doing their job. Seems like even the Royal Navy are working from home these days. LOL

• This reply was modified 1 month, 2 weeks ago by ChrisK.

[BackCountryBob]

You’re right Chris,

I’ve had dealings with Motability since 1984 when my Dad first got a little micra. Up until 2 or 3 years ago the service was beyond exceptional. Largely, couldn’t be faulted.

Now, it’s the same as every other organisation. Simply out to squeeze every last ounce of money for a significantly reduced service.

Price gouging exists in every walk of life alongside pathetic levels of customer service.

It’s almost like the great British public know they’re cash cows but shrug their shoulders and accept they can’t do anything about it.

With Motability there isn’t anything to do but if we all only give our patronage to exceptional organisations, the others have to catch up or die.

It will get worse before it gets appreciably better!

[Rich44]

Sorry to hear it, I hope you get sorted. Does that flippant response mean they could do that to anyone at any point if they wanted to? No safety net, don’t respond quickly and you’re out.

I could see that happening too. I just spent a week puking and didn’t look at the mail once, scary that could happen.

In my experience motability don’t give a rats about any of us now and definitely getting worse. They’ll quite happily leave you stranded with no car, no hire car, no pip money thank you very much.

I’m honestly considering buying a bargain used EV next year and get off this maddening excuse sure it’ll cost more but I can put more peace of mind processes in place and I’ll never have to deal with DirectLine ever again, thankfully.

[BackCountryBob]

Rich, I think it was a response to a very specific set of circumstances, where the lease has effectively been in limbo between one Court of Protection Deputy being discharged and the other being registered as being appointed.

It does make you wonder though, if they can mess about with solicitors acting on my daughters behalf – anyone might be fair game!

[BackCountryBob]

Update,

Motability not willing to provide any assistance at all with our issue. “Call centre is inbound only,  so unable to help”! Might as well talk to cold porridge as get them to engage in any meaningful way. Won’t even contact me directly to inform when their systems gave been updated (3 to 5 days in this day and age – really!)

So, still no ability to cancel and reorder. And I’ll have to ring every day to just to find out when that might be. Atleast that’ll save every 6 minutes being chargeable by the Solicitors to my daughters estate!

Talk about the dark ages lol 😆

 

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